Persons with Reduced Mobility

If you, or someone you are travelling with, require special assistance during your journey through the airport, our trained staff will be on hand to make your arrival or departure from Malta as seamless and as comfortable as possible. You can book our special assistance Persons with Reduced Mobility (PRM) services through your airline carrier.

Pre-Booking

In order to help the airport deliver a better and more efficient service, we strongly recommend that you book at least 48 hours before departure.

Facilities to Pre-Book the Service

Bookings are to be made at least 48 hours in advance through the airline/s, or the travel intermediary through whom the air ticket has been purchased. Any information regarding the PRM service can be requested by contacting Malta International Airport on telephone on +356 2369 6000/6333/6002 or by sending an e-mail on specserv@maltairport.com.

Terminal Layout and Amenities

PRM Service Call Points at the Air Terminal

The following Service Call Points are readily available at the airport to be used in order to trigger a PRM service:

Airport Departures

Service Call Point located near the transport drop-off area outside the Check-in Hall, close to Agenda Bookshop

Service Call Point within the tunnel on Level -1, as you enter the main terminal building from the main car park

Customer Services Information Desk within the Check-in Hall

At the respective check-in counter/s

Customer Services Information Desk at the Departure Gates

Airport Arrivals

Upon arrival, passengers requiring special assistance are to inform a member of the crew who will, in turn, contact a member of the airport team.

Walking Distances at Malta International Airport’s Air Terminal

Distances for the various point-to-point transfers at the air terminal are as follows:

From

To

Walking Distance

Arrivals Entrance

Baggage Reclaim Area

250m

Baggage Reclaim Area

Coaches Park

230m

Baggage Reclaim Area

Taxi stands

90m

Baggage Reclaim Area

Car rental parking area

420m

Pax drop-off point (Check-in)

Check-in counters

90m

Check-in counters

Security Area

250m

Check-in counters

Departure Gates

400m

Service Restrictions

Due to operational constraints, some restrictions apply to Malta International Airport’s PRM service. Kindly familiarise yourself with these below.

Departures

Prior to Check-in:

Passengers requiring PRM assistance must be at the check-in desk according to the time stipulated by their air carrier or tour operator. If no specifications are indicated in advance, passengers need to present themselves by no later than an hour before the published departure time of their flight.

At Service Call Points:

Passengers accessing PRM service via the Service Call Points (see above) must arrive on time as instructed. If no prior arrangements are made, passengers must ensure that they arrive no later than two hours before the published departure time.

At Departure Gates:

PRM service requests from gates which are not booked or advised beforehand will be accepted if the service is requested at least 45 minutes before the flight departure time. The service may also be requested at the Customer Services Information Desk (near Gate 6) before proceeding to the Gate.

Elevating platform located on Level -1 to facilitate access to the food court and the PRM toilets

Lifts and escalators to reach all floors of the air terminal

Dedicated PRM washrooms in all areas of the air terminal

PRM washrooms equipped with emergency cords to attract the attention of airport staff in case of an emergency

Potable water fountains available at different heights

Dedicated car park spaces in the main car park

Full accessibility to all airport F&B and retail outlets, including the La Valette lounge at Departures

Levels of Service

Introduction

Malta International Airport recognises that persons with reduced mobility (PRM) have the same rights to free movement and choice like other citizens. To this effect, the airport is committed to high-quality service and assistance to Passengers with Reduced Mobility. Airport protocol ensures that all rights are respected as stipulated by the European Commission (EC), the International Civil Aviation Organisation (ICAO) and the European Civil Aviation Conference (ECAC). The airport fully adheres to international provisions as stipulated in the EC Regulation 1107/2006, the ICAO Annex 9, Chapter 9 document as well as the ECAC Document 30, Part 1.

Definition

A person with reduced mobility (PRM) is understood to mean any individual whose mobility is reduced due to physical incapacity (sensory or locomotory), intellectual deficiency, age, illness, or any other cause of disability.

Key Strategies

Malta International Airport commits itself to providing an excellent service in a professional, transparent, and non-discriminatory manner. These standards are monitored and reviewed on an ongoing basis to ensure that they are in conformity with EU Regulations. Malta International Airport shall ensure that high levels of customer service are reached by providing seamless service without compromising the safety of the PRM in any way.

Service Provider

Malta International Airport has contracted a single company comprising two ground-handling entities to provide PRM service: Air Malta plc and Aviaserve on behalf of Malta PRM Services.

Provision of Service

Malta International Airport’s assistance and service to the PRM shall be provided free of charge during operating hours, provided that there are no significant emergency operational requirements at the airport.

In this regard, such service will be provided only if the PRM requests it within the following timeframes:

On Departure

Average Waiting Time

Maximum Waiting time

Pre-advised Bookings

15 minutes

30 minutes

On-site Bookings

20 minutes

45 minutes

On Arrival

Average Waiting Time

Maximum Waiting Time

Pre-advised Bookings

3 minutes

5 minutes

On-site Bookings

15 minutes

45 minutes

Before check-in: no later than one from the time of departure

At the Departure Gate: no later than 45 minutes from the time of departure

Services Provided

Malta International Airport is committed to providing the following services for the PRM:

Assistance from the passenger’s arrival at the airport to the Check-in Hall

Assistance with registration at check-in and through security processes

Assistance in proceeding to the gate at the correct time for pre-boarding

Assistance with the boarding and disembarkation processes, including the provision of a suitable service for passengers who require special access to/from the aircraft using an ambulift or another suitable means

Assistance with the retrieval of baggage, and with the immigration and customs processes

Assistance from/to connecting flights both for landside and airside

Assistance up to the first point of onward travel (including land transport)

Enabling the customer to use the airport facilities as requested (provided that there is sufficient time)

Adequate assistance in case of (long) delays and/or cancellation of flights (covering the momentary needs of the PRM)

Compensation for Lost or Damaged Wheelchairs, other Mobility Equipment and Assistive Devices

Losses or damages to PRM equipment are dealt with in accordance with Regulation (EC) Nr 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, by the airline (respective ground handler) with which the passenger would be travelling. Passengers who suffer loss or damage to their equipment are encouraged to contact their airline or respective ground handler for guidance regarding their rights with regard to compensation in such circumstances.

Contact Us

If you have made use of our special assistance or Persons with Reduced Mobility (PRM) services and would like to give us your feedback about your experience, we invite you to do so via email on info@maltairport.com.